HVAC Customer Service Representative

Johnson Controls•Longview, TX

9d•$30 - $40•Onsite

About The Position

Under general supervision, the HVAC Customer Service Representative coordinates customer service requests from initiation through completion, supports technician scheduling and dispatch activities, and helps keep service operations running smoothly. This role also supports customer communication, inventory and order tracking, account maintenance, and related administrative workflows that help deliver a responsive customer experience.

Requirements

High school diploma or equivalent
Five years of administrative experience with a background in sales, operations, and/or administration.
Knowledge of or experience with a CRM tool such as Siebel or Salesforce.com.
Ability to analyze issues quickly, solve problems with a high degree of accuracy, and provide practical solutions.
Strong organizational skills with the ability to multi-task and establish work priorities.
Excellent communication skills and the ability to work patiently and professionally with all levels of end users.
Self-motivated, detail-oriented, and able to work independently with minimal supervision.
Ability to influence diverse teams to accomplish tasks and goals.
Proficiency with advanced Microsoft Word, Excel, PowerPoint, and internet business applications.
Ability to work designated hours with strong attendance and reliability.

Nice To Haves

An Associate of Arts degree or college degree is preferred.
Experience in a call center environment is preferred.
Experience supporting service scheduling or dispatch operations in an HVAC or field service environment.
Familiarity with parts ordering, purchase orders, inventory tracking, and vendor coordination.
Experience with customer account maintenance, reporting, or basic project accounting and costing principles.

Responsibilities

Receive customer service requests and coordinate scheduling support from initiation through completion.
Support efficient technician dispatching and on-call scheduling in partnership with service and technical leaders.
Track customer orders, shipments, branch inventory, vehicle inventory, and truck stock counts.
Assist with customer surveys, connected system follow-up, and account updates.
Generate reports and maintain service-related documentation, including inspection paperwork and other tracking records.
Support parts ordering, purchase order creation, shipment follow-up, and invoice issue resolution with vendors and internal teams.
Set up new customer accounts, maintain customer bill-to information, and assist with AR and AP tasks as directed.
Help coordinate specialty tool returns, COI requests, new truck creations, inventory trunk closures, vendor setup, fleet support, and uniforms.
Partner with the Service Team Manager to help ensure work is scheduled ahead of time and completed to customer expectations.
Review service team activity and adjust follow-up actions as needed to help improve customer satisfaction and operational efficiency.